Recently I ordered a pillowcase off tao bao from a seller (it was my second time buying from this seller). My items typically get shipped to a Canadian Cainiao warehouse where I combine all my items into a single package and ship it overseas, however this time the delivery company that the seller uses delivered my package to the wrong warehouse (US) and as a result of this I never received my package. In fact, my package was left in some sort of pickup box with a code for several days. This was never the case before as they typically get an intake scan along with photos. I knew something was wrong when I received this pickup code and there was no movement for several days.
I initially messaged the seller for help to locate the package but they brushed me off and told me to go contact cainiao (I already talked to cainiao who asked me to ask the seller to give me a delivery receipt to locate the package). I contacted tao bao cs who told me to file a refund for non-delivery and only then did the seller "pretend to help me" but refused my refund request and then they initiated an interception of the package and later on admitted in chat that neither they nor the delivery company could solve the matter.
Then it got escalated to tao bao. I provided ample evidence including screenshots showing that the package was miss-delivered to the wrong warehouse with contradicting addresses, chat logs showing the seller brushing me off, admitting that they couldn't resolve the issue, and asking me to cancel the dispute because the package supposing "got delivered".
What was even more infuriating was a few days before a decision was made on this matter, I got some bullshit email from tao bao basically trying to wipe their hands clean on the matter saying that because I use cainiao they are not responsible for it if a third-party forwarding company receives the package and signs off on it. I called them out on their own rules in my final evidence submission showing proof and cainiao admitting that they never received my package, never signed for it, and that any signoff by the delivery company is premature and does not mean that cainiao themselves received the package.
Despite all of this evidence, tao bao choose to ignore it all and still sided with the seller who just uploaded a screenshot of the initial tracking that showed that the "package was delivered" right before this dispute even started. The tracking screenshot didn't even show the address where the package was dropped off. For all I know, the package could have been returned back to the seller after they initiated a interception.
The Tao bao dispute agent showed clear bias from the start and just told me to send the item back for a refund and that I'm responsible for the return shipping cost. What a load of crap.
I can't even return the item as I never even received it to begin with as it was delivered to the wrong address and now the package I guess was either sent back to the seller or its stuck in limbo somewhere.
I'm looking to file a consumer complaint with 12315 against tao bao for clear bias and zero buyer protection and fraud. but I'm overseas. I'm wondering if its possible to do so?